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Description

Some customers may have antivirus/security solutions that rely on locking down the "temp" folder/forcing antivirus scans when files/folders are placed there.  These checks can prevent the MID Server from upgrading, and so a product enhancement to allow an alternate folder to be defined is needed for the upgrade to work.

In general for java applications, customers can change the JVM temp folder location for normal MID operations by adding the following in wrapper-override.conf:

"wrapper.java.additional.2=-Djava.io.tmpdir={my non scanned folder location here}" 

However, this is not possible during upgrades, because the upgrade service files are downloaded as part of the upgrade, and so can't be edited beforehand.

Steps to Reproduce

  1. Install MID server on a windows machine.
  2. Install Anti-virus software.
    1. Note that %temp% folder is not excluded from Anti-virus scan.
    2. \agent folder on the MID server is Excluded from Scanning.
  3. Change MID temp location to some file in MID Server's "agent" folder.
    1. e.g.: agent\MIDTemp
    2. Change the wrapper-override.conf file to point to this new Temp Location:
      wrapper.java.additional.2=-Djava.io.tmpdir=./MIDTemp

The auto-upgrade of the MID server will fail because the upgrade will not support changing temp directory location. The temp folder of the main MID Server service is not inherited by the Upgrade service/process.

The wrapper log will not include the upgrade log, because that copying is done by the upgrade service, which doesn't run. 

If a different TEMP folder was used, all that is seen in the glide-dist-upgrade.log is:

ERROR  | wrapperm | 2020/08/13 09:47:53.126 | The ServiceNow Platform Distribution Upgrade (mid-prod) service is not installed - The specified service does not exist as an installed service. (0x424)

If the antivirus/security software blocks the normal temp folder, you might see this in the glide-dist-upgrade.log: 

ERROR  | wrapperm | 2020/07/22 16:12:39.125 | The ServiceNow Platform Distribution Upgrade (mid-prod) service is not installed - The specified service does not exist as an installed service. (0x424)
STATUS | wrapper  | 2020/07/22 16:12:41.610 | --> Wrapper Started as Console
STATUS | wrapper  | 2020/07/22 16:12:41.626 | Java Service Wrapper Standard Edition 64-bit 3.5.40
STATUS | wrapper  | 2020/07/22 16:12:41.626 |   Copyright (C) 1999-2019 Tanuki Software, Ltd. All Rights Reserved.
STATUS | wrapper  | 2020/07/22 16:12:41.626 |     http://wrapper.tanukisoftware.com
STATUS | wrapper  | 2020/07/22 16:12:41.626 |   Licensed to ServiceNow, Inc. for MID Upgrade
STATUS | wrapper  | 2020/07/22 16:12:41.626 | 
WARN   | wrapper  | 2020/07/22 16:12:53.205 | Child process: Java version: timed out
FATAL  | wrapper  | 2020/07/22 16:12:53.205 | Failed to resolve the version of Java.
STATUS | wrapper  | 2020/07/22 16:12:53.424 | <-- Wrapper Stopped

Workaround

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.


Related Problem: PRB1422003

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Article Information

Last Updated:2020-10-09 00:36:50
Published:2020-10-09